The Star, Kenya.
Telephone: +254-20-4244223
Email: epaper@radioafricagroup.co.ke

Refund Policy

Our Refund Policy only permits refunds within 30 calendar days since the date of subscription due to the following reasons:

Confirmed bugs/defects in the provided service that prevents it from fulfilling its designed purpose. This provision only applies if the confirmed bug/defect cannot be corrected and the epaper service cannot be provided to the User. The Star ePaper may choose to request further technical information from the User to confirm a bug/defect, including but not limited to error logs, hardware descriptions and similar. Failure to provide this information on the User’s part may lead to a refund request being declined.

In connection with cases of fraud, abuse, and other such cases.

The Star ePaper may, however, at its sole discretion, issue a refund in good faith under certain circumstances for reasons not described above.

No refunds will be issued for the following reasons:

Incompatibility with, or bugs in, third-party software and/or components, including but not limited to anti-viral software, firewalls, third-party or vendor-supplied JVMs and similar.

Inability to set up an email account or an FTP account. Because different ISPs use different configurations, this is completely beyond our control. Please contact your ISP for help in cases like these.

Generally, any software configuration errors on the User’s end that are completely beyond our control and/or not related to the Software Product.

Failure to comply with the recommended hardware requirements for the reading the epaper(s).

Any other reason not covered above, including subscriptions apparently made in error.

In order to be eligible to receive a refund under the provisions described above, The Star ePaper must receive your refund request in the manner described below within 30 calendar days of your purchase. No refunds will be issued after 30 days since the date of subscription.

To receive a refund, please contact us admin@thestarepaper.co.ke and make the subject read REFUND. Further information required to process your refund must be included in this mail:

  • Your Full Name
  • Your Full Address
  • E-mail Address
  • Online Invoice Number
  • Refund Reason(s)

Failure to follow this procedure may result in your refund request being not received, delayed, or not processed at all.

The Star ePaper will not be responsible for refund requests that are not timely received for any reason, including but no limited to email or snail mail addressing mistakes, User’s spam filters blocking emails, computer downtime, and similar circumstances beyond our control.

The  Star ePaper reserves the right to finally determine in its sole discretion whether the criteria for a refund set forth in this policy have been satisfied and to request any additional information relevant to such request.

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